Short answer – Yes. But depending on when you submit your request, it may take just a little longer to get done. See, our Online Ticket System is available any time – 24/7/365, but unless you are a Dedicated Support Client, the Support Ticket may be reserved for our General Support Crew who has very limited coverage over Evenings, Weekends and Holidays. The majority of that Team is available Monday through Friday, from 7 am – 7 pm Central Standard Time. So depending on demand and availability at the time of your request, turn-around time may not be same-day.
We know this may be a little different, but here’s why…
After 19 years of offering Web Support, we took a hard look at our costs and found that ‘around-the-clock’ service was an area we could make adjustments without really compromising the needs or service to our clients. See, what we found was that while we can and do offer emergency support for our Dedicated Maintenance Clients, in general most other clients required less ‘around the clock’ service. When we surveyed our clients, those who responded said they were just fine waiting until normal hours for support because they primarily chose sleep over work. So, since our clients were focusing on their lives, we decided to change the culture of our business as well. Our “Family First” approach has allowed us to hand-select mostly local, USA based third-party partners and employees who truly love what they do. In addition to them doing an awesome job we have been told that their loyalty runs deep because they totally appreciate the ability work for a company that honors a healthy balance of work-and-life. So, to honor ourselves and our customers with in the same manner, we have made the decision as a company to reduce our costs while improving the quality of work we do for our customers, simply by compromising on our availability and offering “somewhat normal” working hours. Those “somewhat normal” hours include Monday – Friday, 7 am – 7 pm CST. It is up to our staff to elect to work weekend, evening, or holiday hours, and customize their schedule to complete projects for their Dedicated Support Clients or to complete project timelines.
If you have something that comes up that needs immediate attention, please know that you can always mark “URGENT” on your support ticket and it will be routed appropriately to our Support Staff on call.